Fossil India — Timed out transaction refund not processed

Website:

www.fossil.com/en-in/search/?cgid=root

I tried placing online order on Fossil India website during September and my first attempt timed out but amount got withdrawn. I reached out to my bank (HDFC) and they said the vendor deducted the money and it wasn't an issue on their end. I reached out to Fossil Support and provided the transaction details (one that failed and the second that went through successfully for the order I submitted).
Transaction details below (HDFC Bank): -
Failed:[protected]CCAFOSSIL[protected]Rs.12, 495)
Successful:[protected]CCAFOSSIL[protected]Rs.12, 495)

Fossil customer care acknowledged the issue and gave me the case number 02091344 on their end. They even said they processed the refund on 25-Nov-2021 (see picture attached). However the refunds haven't been received and when I reached out to HDFC they asked me for the transaction details. I have tried getting the transaction details from Fossil customer care but there is no response.

I need the Fossil customer care to process the refund without cheating and send transaction details once they send refunds. Please don't close this grievance until then. Thanks.